Service Level Agreement

SLA matrix – some Examples

Call Response

• All calls will be attended to within following specified time limit:

Call Closure

• 85% call will be closed within following specified working hours:

The purpose of the Service Level Agreement (SLA) is to state those services provided and any guidelines, parameters, policies and procedures to be followed between the service provider and the customer. The SLA covers system availability, network connectivity and ongoing operational services to be provided by the organization as the service provider for the customer.